{"id":39488,"date":"2019-07-12T00:00:00","date_gmt":"2019-07-12T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/messaging-the-top-four-channels-and-how-to-select-the-right-one\/"},"modified":"2024-11-21T02:34:43","modified_gmt":"2024-11-21T10:34:43","slug":"messaging-the-top-four-channels-and-how-to-select-the-right-one","status":"publish","type":"post","link":"\/us\/en\/blog\/messaging-the-top-four-channels-and-how-to-select-the-right-one\/","title":{"rendered":"Messaging: The Top Four Channels and How to Select the Right One"},"content":{"rendered":"

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As part of customers\u2019 communications shifting to digital, messaging<\/a> is one of the fastest growing channels: <\/span>67% of people<\/span><\/a> now expect to use messaging apps<\/a> to talk to businesses.<\/span><\/p>\n

To accompany this trend, GAFAs are opening new business messaging channels such as <\/span>WhatsApp Business Solution<\/b> and <\/span>Apple Business Chat<\/b>. While they may look similar at first glance, each of them have their specifics in terms of user base, features, entry points…<\/span><\/p>\n

We have gathered the top 4 messaging channels to help you understand their specifics and choose the right one(s) to engage with your customers.<\/span><\/p>\n

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VIEW THE INFOGRAPHIC<\/strong><\/a><\/p>\n

1. Facebook Messenger<\/span><\/h2>\n

With <\/span>1.3 billion users worldwide<\/b>, Facebook Messenger is one of the most used messaging channels. It helps people around the world connect easily, with features such as text messages, video chat, group conversations<\/a> and voice calls.<\/span><\/p>\n

In 2016, Facebook Messenger was <\/span>the first messaging channel <\/b>opening to businesses. At that time, companies already had a presence on the social network through business pages, mostly used for marketing purposes. Customer interactions<\/a> were happening in public (through comments or wall posts), making it harder to solve issues and presenting more risks for the brand image.<\/span><\/p>\n

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Messenger opened the way for companies to talk with customers in a private way, enabling to share confidential information. Messenger for Business is now a major customer care channel, with <\/span>20 billion messages<\/span><\/a> sent between people and businesses every month and 300,000 active Messenger bots on the platform.<\/span><\/p>\n

Facebook encourages the use of Messenger as a customer care channel with features like <\/span>Messenger Customer Chat<\/b>. This embeddable plugin offers customers the ability to initiate a conversation while browsing a company\u2019s website. Unlike live-chat, it keeps the conversation history, allowing to continue the interaction via desktop or mobile.<\/span><\/p>\n

Key facts:<\/b><\/p>\n